What's going to happen with my money on a terminated account?

Shopify Discussion

Topic summary

Account closed for violating Shopify’s AUP (Acceptable Use Policy); Shopify Payments may hold all pending payouts per Terms of Service Section D.3. Original poster and many others ask when funds will be released and whether fulfilled orders will be refunded.

  • Official guidance: Forums can’t access accounts; only the Trust & Safety appeal form (linked in the termination email) can reach the internal team. The sending email is no‑reply.

  • Reported timelines: Merchants cite hold periods of 120–180 days. One received an email stating funds would be released after 120 days but saw no payout on the first business day after; others at ~124 days report no funds or email. No confirmed example of funds actually received yet.

  • Unresolved questions: Whether fulfilled orders are automatically refunded; exact payout timing after the hold; how to contact a live agent. One poster claims holding funds beyond 180 days is illegal; another mentions potential class action. A contributor suggests alternative processors (e.g., Durango, PayKings) that may require reserves but offer more control.

  • Status: Ongoing, no resolution. Actionable next steps are limited to submitting/awaiting the Trust & Safety appeal and hold expiry; timelines and refund handling remain unclear.

Summarized with AI on December 15. AI used: gpt-5.
21

Help me out please

22

These automated responses cannot be tolerated. This issue is so widespread, and were all juts being taken advantage of by Shopify. Surely theres a class action lawsuit or something right?

23

I’m so sorry to hear about your problems. This is actually more common than people realize. As you probably know now, there isn’t really an easy way to get the money back. However, you can use another providers such as Durango Merchant Services or Paykings to get your processing running again. It’s not as easy to setup as providers like stripe, but you will have more control, transparency and stability over the long run. Often these types of providers charge a little more up front, require reserves and a focus on chargeback prevention, but with time and a good processing record you can continue to get lower and lower rates. Hope this helps you and in particular others who have the same issue. It’s frustrating.

24

hello my account got terminated i just want to refund the money how long will it take for them to process it